Accelerate your Journey Management learning with Orchestrator Education courses

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Genesys Cloud's Journey Management education program delivers comprehensive training through Orchestrator Education courses, offering both technical and business-focused content across two subscription tiers. The paid Technical Learning Subscription provides complete access to all materials, including instructor-led sessions, certifications, and continuous updates, while the Complimentary Learning Subscription offers limited access to select courses and weekly webinars. The curriculum encompasses multiple specialized areas, including Journey Visualization with architect flows and milestones, Journey Analytics featuring canvas usage and AppFoundry templates, and detailed technical modules ranging from 15 to 70 minutes in length. Key learning components cover journey analysis, data insights, advanced filtering, chart building, and external contacts management through the Event Data Platform. Training modules are progressively structured but flexible, allowing learners to select courses based on their roles and needs. Core offerings include the Journey Analyzer canvas module (30 minutes), data insights training (25 minutes), advanced filtering techniques (20 minutes), AppFoundry templates (25 minutes), chart building (20 minutes), and external contacts management (70 minutes). A foundational 20-minute module provides essential Journey Management concepts for new users focusing on contact center optimization

Orchestrator Education courses are designed to help you build and expand your Journey Management expertise, from getting started to confidently analyzing and acting on customer journey insights. Courses guide you through key concepts, best practices, and practical use cases to help you maximize value from Journey Management capabilities.

To enroll in Journey Management courses, you must have an active Education subscription. Review the available subscription options below to get started.

Genesys Cloud Technical Learning Subscription (Paid – Full Access) – This is our flagship and most widely adopted learning subscription, designed for both technical and business roles responsible for administering and optimizing Genesys Cloud. The subscription is a single user, annual plan that provides the named subscriber with unlimited access to the full Genesys Education content catalog. The subscription also includes instructor-led sessions, on-demand eLearning, live and recorded webinars, certifications, and continuous content updates as new learning materials are released.
- This option is best suited for teams adopting Journey Management at scale or for customers looking to build deep, ongoing expertise across multiple roles. To purchase, reach out to your account representative. For further information on the learning subscription, visit Genesys Education.

Complimentary Learning Subscription (Limited Access) – The complimentary learning subscription provides free access to a curated selection of courses, including Journey Management for Contact Center Optimization, as well as rotating ‘free for a week’ webinar content. This option is ideal for customers who want to explore Journey Management learning before committing to a full subscription. Request the complimentary subscription to get started.

The following table outlines the Journey Management courses currently available through Orchestrator Education. All courses below are available with the paid Genesys Cloud Technical Learning Subscription unless noted as complimentary. Explore courses aligned to your current level of understanding, role, and learning goals.

The courses below are listed in order of recommended learning, though you are free to explore based on your learning needs.

Journey visualization

Visualize customer journeys within flows and pinpoint areas for improvement.

Course	Overview	Time	Modality
Architect – Journey Flows	Learn how to use journey flows in Architect to visualize and analyze customer’s self-service journeys. Understand more about flow milestones and flow outcomes to map the customer journey. For users analyzing self-service journeys in Architect.	15 minutes	eLearning
Flow outcomes and flow milestones	Learn how to configure and use flow outcomes and milestones to visualize interactions. Additionally, learn about dashboards used to track flow outcomes and flow milestones and API analytics. For users new to journey visualization seeking to use Architect to view flow-level interaction data.	15 minutes	eLearning

Course

Overview

Time

Modality

Architect – Journey Flows

Learn how to use journey flows in Architect to visualize and analyze customer’s self-service journeys. Understand more about flow milestones and flow outcomes to map the customer journey.

For users analyzing self-service journeys in Architect.

15 minutes

eLearning

Flow outcomes and flow milestones

Learn how to configure and use flow outcomes and milestones to visualize interactions. Additionally, learn about dashboards used to track flow outcomes and flow milestones and API analytics.

For users new to journey visualization seeking to use Architect to view flow-level interaction data.

15 minutes

eLearning

Journey analytics

Generate and analyze customer journey insights across flows and channels.

Course	Overview	Time	Modality
Webinar: Journey Management for the contact center	Learn more about the capabilities of Journey Management with key use cases and demos. Gain an understanding about Journey Management canvas, AppFoundry templates, building and customizing journey analysis, using views and charts to augment analysis, and journey flows in Architect. Suited for beginners seeking a guided, scenario-driven understanding of Journey Management.	30 minutes	Webinar recording
Journey Analyzer	Understand how to access, navigate, and build initial analyses in the Journey Analyzer canvas. Learn how to use Journey Analyzer to measure and monitor customer behavior. Ideal for users ready to build their first analysis on journey canvas.	25 minutes	eLearning
Understanding data behind the insights	Learn more about the event attributes, how Journey Management is different from single customer view, and the data processing powering Journey Management. The course also discusses how to influence data quality across your organization to get the most out of Journey Management. For users seeking clarity on the data powering Journey Management and how customers and interactions are counted.	20 minutes	eLearning
Journey Analyzer filters and connector settings	Learn to refine analyses using attribute filters, date ranges, and connector settings. For users needing guidance on understanding data segmentation, filtering, or journey-level tuning on the journey canvas.	25 minutes	eLearning
Getting started with AppFoundy templates	Use AppFoundry sample journeys to get immediate value with pre-built analyses. Helps you understand how to import and customize templates available on AppFoundry. For users who need a jumpstart to Journey Management capabilities and templates.	20 minutes	eLearning
Journey Analyzer – Building charts	Learn to build time-series and attribute-based charts, and use the chart editor to gain deeper journey insights. For users who want to drill into trends and understand behavior patterns.	25 minutes	eLearning
Webinar: External contacts	Understand about how to manage, customize, and expand your repository of customer data using External Contacts. Know more about Event Data Platform (EDP), identity resolution, custom fields, imports, API workflows, and data management. For users who want to understand or improve the data powering Journey Management.	70 minutes	Webinar recording

Journey orchestration

Leverage journey insights to continually identify, communicate, and monitor improvements to customer journeys.

Course	Overview	Time	Modality
Journey Management for contact center optimization (Complimentary)	Understand how to visualize customer behavior to measure, monitor, and manage end-to-end customer journeys. For new users seeking a high-level overview of Journey Management in Genesys Cloud.	20 minutes	eLearning

Course

Overview

Time

Modality

Journey Management for contact center optimization

(Complimentary)

Understand how to visualize customer behavior to measure, monitor, and manage end-to-end customer journeys.

For new users seeking a high-level overview of Journey Management in Genesys Cloud.

20 minutes

eLearning

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